See if they have any non-keyboard non-mouse USB device attached, and if
so, see if the screen saver starts working properly when they detach that device. You might also see if they are noticing strange behavior, when testing the "Suspend when computer is in use" setting with the "in the last 1 minute".
I'll reiterate the problem that I'm seeing.
Basically, when my Logitech G27 USB racing wheel is connected to the machine, Windows erroneously reads its inputs (which are slightly oscillating despite me not touching them) as activity. This causes BOINC to see "activity", keeping my work suspended even if I wait longer than a minute. And it also causes the ScreenSaver/Sleep/DisplayOff timeouts to either not go off at all, or to erroneously wake up. I have confirmed the issue with another user who has a USB joystick.
It has been happening to me for months, and it only happens on Windows 10 while a user is logged in. Microsoft has not fixed it yet. And if you are hitting on a separate issue entirely, then I apologize. But I do think it is likely the same issue as mine, and if it is, they should be contacting Microsoft.
Jacob